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gprit
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Message 1 of 6
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Scan driver is unable to communicate with product

Photosmart 5520
Microsoft Windows 10 (64-bit)

Cannot scan or copy, either from laptop or from printer......it just goes round and round and nothing happens. it's a USB connection.   I have tried Print and Scan Doctore...I have followed all similar questions I have seen....I have reset to Factory......

The print and scan doctor failed ob drivers....but I have downloaded latest but STILL no difference.

 

Has anyone actually SOLVED this issue?

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HP Support Agent
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Message 2 of 6
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Scan driver is unable to communicate with product

@gprit,

 

Welcome to the HP Support Community!

 

I reviewed your post and I understand that you are unable to print or scan.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you follow the below steps and check if it helps.

  1. With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet. 
  2. Remove USB cable, if present. 
  3. Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge. 
  4. Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer. 
  5. Turn on the printer and wait till warm-up period finishes and the printer is idle.

If you continue facing the issue, update the printer firmware following the steps in the below article.

 

http://support.hp.com/us-en/document/c02919168

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

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gprit
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Message 3 of 6
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Scan driver is unable to communicate with product

Thanks for the pointer but the update failed.....see attached.  Tried a few times.

HP_Error.JPG

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HP Support Agent
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Message 4 of 6
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Scan driver is unable to communicate with product

@gprit,

 

I recommend you contact support to check the available service options for your printer as this looks like a hardware issue.

 

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

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gprit
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Message 5 of 6
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Scan driver is unable to communicate with product

Won't be doing that - in my experience any HP charges for 'service' are at least double the cost of a new printer/scanner/copier......disapointed as although out of warranty it has not been used that much.

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HP Support Agent
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Scan driver is unable to communicate with product

@gprit,

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

The_Fossette
I am an HP Employee

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